Returns and Refunds Policy
All of these beautiful products are handmade by Isiah and I (Josie) in our home. It means so much to us that you have chosen to support our small shop. If you do not find the information that you are looking for here, feel free to check out our Frequently Asked Question page or Contact Us directly.
Tail wags and purrs,
Josie, Isiah and furbabies
Order Status
What is your order processing time frame?
Once you receive your confirmation email, it takes us 5 to 7 business days (excluding weekends and holidays) to handmake, package and ship. You will receive another notification when your order has shipped.
In November and December, we tend to have an announcement bar at the top of our Home Page, that states our current processing time. If there is no current announcement, it will take us no more than 2 weeks to ship your order.
If you have any questions about our current processing time, please do not hesitate to reach out via our Contact Us Page.
On the rare occasion, if there are any changes to this timeline, we will reach out to you directly.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number and carrier, you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please Contact Us with your name and order number, and we will look into it for you.
Domestic: Once shipped, how long will it take to get to me?
Majority of the carriers that we work with will take 3 - 7 days to get your package to you. It depends on the shipping option that you selected at check out and where your package is going. We ship our of Portland, Oregon.
Do note, that starting October through January, most carriers increase their transport time due to the influx of holiday mail. If you have a question about shipping speed, you can reach our to us directly, via our Contact Us Page.
International: Once shipped, how long will it take to get to me?
This is your answer.
I have a few questions about the products in my order. Where can I get answers?
Check out our Frequently Asked Questions Page! We have general care instructions, information about our catnip blend, and general policies.
If you still, didn't find your answer reach out to us. We would love to strike up a conversation and make sure your burning questions are answered.
Returns and Refunds
Ruh Roh! My package was damage during shipment.
Oh no! In the event that your order arrives damaged in any way, please email us as soon as possible via our Contact Us page or email us at theluminouspets@gmail.com with your order number and a photo of the item’s condition. We will work with you to remedy the situation.
If you have any further questions, please don't hesitate to Contact Us.
I need to return an item, what do I do?
We accept returns up to 14 days after delivery, if the item is in its original condition, and we will refund the full order amount minus the shipping cost for the return. Refunds are issued in the same form as payment received.
In the event that your order arrives damaged in any way, please email us as soon as possible via our Contact Us page of email us at theluminouspets@gmail.com with your order number and a photo of the item’s condition.
If you have any further questions, please don't hesitate to Contact Us.
Who is responsible for the shipping cost of the returned item(s)?
The buyer will be responsible for all associated return shipping costs.
How will my refund be issued?
Refunds are issued in the same form as payment received.
If you have any further questions, please don't hesitate to Contact Us.
Disclaimer
The Luminous Pets is not responsible for damages or injuries due to lack of supervision, negligence, or misuse while wearing or engaging with our products. Supervise your pets while wearing or playing with our products. Thank you.